by Annette Franz | Apr 21, 2021 | customer effort, customer experience, customer feedback, feedback, metrics, Uncategorized, voice of customer
I originally wrote today’s post for GetFeedback. It appeared on their site on February 26, 2020. One of the biggest mistakes companies can – and do – make with customer feedback is to do nothing at all with it. Remember the old Gartner statistic: 95% of companies...
by Annette Franz | Jan 13, 2021 | customer experience, customer feedback, feedback, survey design, surveys, Uncategorized, voice of customer
Author and businessman Harvey Mackay once said: “You learn when you listen. You earn when you listen – not just money, but respect.” Those words could not be truer when it comes to customer experience and to your business. Listening (to customers) is one of the most...
by Annette Franz | Dec 30, 2020 | customer experience, customer feedback, customer service, feedback, Uncategorized
What’s the secret to a great customer experience? I’ll keep today’s post simple – and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!!), when he...
by Annette Franz | Jun 10, 2020 | communication, culture, employee experience, employee productivity, feedback, leadership, management, productivity, Uncategorized, workplace
I’m pleased to have co-authored this post with Ben Motteram, aka CXpert. It was previously shared on his site on May 26, 2020. Starting in mid-March this year, in response to the COVID-19 pandemic, many countries around the globe locked down their residents,...
by Annette Franz | Feb 19, 2020 | customer expectations, customer experience, customer feedback, employee feedback, feedback, survey design, surveys, Uncategorized, voice of customer, voice of employee, voice of partner
I originally wrote today’s post for Eptica. It appeared on their blog on June 13, 2019. Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their...
by Annette Franz | Jan 8, 2020 | customer experience, customer feedback, data, feedback, voice of business, voice of customer
I originally wrote today’s post for CallidusCloud. It appeared on their blog on October 15, 2018. Many companies are focusing on the customer experience these days in some way, shape, or form. Most of them know that it’s necessary to deliver a great experience...
